Standards & Complaints

Standards & Complaints

What you can expect and what to do if you're disappointed

At Winterborne we are committed to excellence, openness and fairness in our service and our dealings with customers and clients. We recognise, however, that sometimes things do go wrong and it with that in mind that we have developed our Complaints Handling Procedure. The below is a summary of our policy a full copy of which can be obtained upon request

Complaints procedure

This procedure is designed to deal with complaints about:
  • Any aspect of our management service
  • Failure to follow our own policies and procedures
  • Failure to meet our own standards for returning calls and replying to correspondence
  • Problems with one of our employees
  • Issues of discrimination
  1. In the first instance complaints should be directed to the estate manager responsible for the property.
  2. If the complaint is about the estate manager or the complaint is not resolved then the complainant should write to: Customer Service - Winterborne Ltd 105 Victoria Street | London | SW1E 6QT The complainant should set out the details of the complaint and include all necessary correspondence.Acknowledgement of the complaint, complete with unique reference will normally be made within 3 working days and written resolution within 15 working days.
  3. If the complainant is not satisfied after the first stage, then they should write to: Richard Stephenson - Winterborne Ltd | 105 Victoria Street | London | SW1E 6QT Who will review the complaint and supporting documentation and respond within 15 working days.
  4. If the complainant is still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then he/she has the right to take the matter up with the Ombudsman. Winterborne is a member of The Property Redress Scheme
The Property Redress Scheme
Premiere House | 1st Floor | Elstree Way | Borehamwood | Hertfordshire | WD6 1JH
T: 0333 321 9418 | E: info@theprs.co.uk W: https://www.theprs.co.uk/

Customer charter

We must:
  • Be honest, fair, open and transparent and provide a timely and professional service with access to the information needed;
  • Act with skill, care, diligence and without discrimination;
  • Make sure that staff are appropriately trained and knowledgeable;
  • Have written terms of business;
  • Have a complaints handling procedure and belong to an Ombudsman scheme;
  • Comply with all relevant legal requirements and relevant codes of practice;
  • Avoid conflicts of interest;
  • Maintain clear, accurate and up-to-date financial records;
  • Ensure that any client money held is held separately from our monies;
  • Hold appropriate Professional Indemnity Insurance.
SERVICE STANDARDS
  • To acknowledge all email enquiries within two working days and respond fully to them within 10 working days
  • To aim to answer all telephone calls within our working hours of 9am to 5.30pm Monday to Friday and are not diverted to voice mail
  • To aim to answer all telephone calls within 30 seconds.
  • To ensure that when calls have to be diverted to voice mail and customers request a call back they are responded to within one working day
  • To respond to all letters within 10 working days.  If we are unable to respond to enquiries in this time, we will tell them who is dealing with the enquiry and when they can expect a response
  • To acknowledge complaints within 3 working days and provide a full response with 10 working days
  • To deal with replies to solicitors enquiries with 10 working days or 2 working days if the express service is required
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